|
Dallas — January 21, 2009
— UniFocus, a global pioneer in the hospitality industry for performance, workforce
management and feedback solutions, announced a partnership with The Heathman Hotel to utilize the firm’s
business intelligence tools to upgrade the overall guest experience in their Portland, Oregon and Kirkland,
Washington locations. In addition, The Heathman Hotel in Kirkland will be utilizing UniFocus’ feedback solution
for meeting planners to ensure that they remain a top venue choice for events and meetings.
Today, hospitality organizations such as The Heathman are utilizing a more advanced survey approach that
includes a mystery evaluation process that creates actionable, meaningful knowledge. Feedback outcomes are
collected from guests and meeting planners utilizing GUESTScope™ and MEETINGScope™ then analytically
juxtaposed against SERVICEScope mystery evaluations to compare standards with actual perceptions.
“We are excited about our partnership with UniFocus and consider the relationship a smart investment in our
guests and meeting planners,” said Les Utley, General Manager for the Heathman Hotel in Kirkland. “Our credo
at the Heathman Hotel is that service is still an art when it comes to treating our visitors like royalty. With
UniFocus’ survey analytics and mystery evaluation system, now we have the science to ensure they always get
that unforgettable experience.”
The Heathman Hotel, known for its personal concierge service, always surveys their guests to find out if their
experience at The Heathman Hotel was “Dazzling,” “Average” or “Fizzling.”
“There is no better time than now to make an investment in your guests, meeting planners and associates,”
said Mark Heymann, President and CEO of UniFocus. “When market conditions soften, that’s the time when
you want to treat your visitors as royalty, provide memorable experiences and up the ’wow’ factor. Our survey
analytics and mystery evaluation system help hospitality organizations achieve exactly this kind of outcome.”
UniFocus developed its feedback technologies for guests, staff and meeting planners so that each component can
be utilized separately and benchmarked or used together as an integrated business intelligence solution. A unique
mystery evaluation process provides additional clarity into how service standards relate to employee attitudes and
guest satisfaction, examining various aspects of service delivery such as knowledge or communication.
“We’re very pleased about our partnership with The Heathman Hotel and look forward to working with them to
get more ’dazzled’ responses from their guests and meeting planners,” continued Heymann. “It is vital to
connect service standards to perceptions and create customers who return and recommend to others.”
In addition to UniFocus’ integrated business intelligence tools, hoteliers may also augment feedback analytics
with the company”s performance analysis and action-tracking technologies.
About The Heathman Hotel in Kirkland
Opened in 2007 and located downtown Kirkland, Washington, the 91-room luxury hotel includes the 5,000-square-foot
Penterra Spa, 3,000 square feet of meeting space, a 2,077-square-foot ballroom, and personal concierge for customized
service. The Heathman Hotel, Restaurant and Spa-Kirkland recently received the AAA Travel Guide’s Four Diamond
Award after being open for just one year. The prestigious award is given to a select group of hotels and restaurants based
on standards of comfort, cleanliness, and hospitality. The Heathman Hotel in Kirkland is a sister hotel to The Heathman
Hotel in Portland. For more information, please visit
www.heathmankirkland.com
or call 800.551.0011 for reservations.
|
